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Duration 14 hours
Course Outline
Self-Reflection and Social Dynamics
- What drives our behavior in professional settings?
- How can we identify which actions align with our role responsibilities and which may lead to friction?
- Strategies for adjusting our approach to prevent disputes or de-escalate tension initiated by others?
- Defining effective communication tactics for potential and ongoing conflicts?
Emotional Intelligence
- The role of emotions in both triggering and resolving conflicts
- The value of EQ (Emotional Quotient) compared to standard IQ metrics
- Exploring Goleman’s five pillars of Emotional Intelligence:
- Self-Awareness
- Self-Regulation
- Motivation
- Empathy
- Social Skills
Transactional Analysis
- Analyzing why we react in specific ways to peers and clients
- Techniques for establishing strong connections with colleagues and customers
- The advantages of achieving genuine rapport in professional relationships
Managing Clients and Stakeholders
- Meeting stakeholder expectations
- Analyzing internal and external stakeholder groups
- Navigating disagreements during client and stakeholder interactions
Assertiveness
- Differentiating between Aggressive, Assertive, and Submissive styles
- Understanding the positive outcomes of assertive conduct
Confrontation Strategies
- Applying the Fierce Conversations model
- Using the PRO Model as a framework for planning and executing difficult dialogues
Conflict Resolution
- Identifying root causes of workplace friction
- Stages of managing conflict:
- Analyzing the underlying issue
- Understanding the perspectives of all parties involved
- Implementing resolution strategies
- Applying Kilmann’s five conflict-handling modes in practice
- Closing the gap between differing viewpoints
Testimonials (3)
I enjoyed the trainer Attitude and style, her knowledge and structure of training.
Mahsa Chegini - Albemarle
Course - Handling Conflict with Confidence
The theorie was OK, partly aready known. The excercises and the following analysis were very helpfull.
Iwona Hiltebrand - Credit Suisse AG
Course - Handling Conflict with Confidence
I genuinely enjoyed this course because it was short & to the point.
